Client Experience & ITSM Specialist Candidate

ServiceNow Service Delivery Manager

Business Analyst

ITIL V4 Certified / ITSM (Major Incident, Problem, Change, and Release Management)

Learning Management Systems and Virtual Training Platform Product Owner

Professional Background

Tech Mahindra

ServiceNow Delivery Manager

July 2025 - Present

Ensured team met and maintained SLAs across GSEP ITSM functions; major incident, problem, change, and release management to minimize service interruptions and improve recovery.

Led quarterly cross-functional reviews to identify process gaps, prioritize improvements, and drive implementation

Maintained runbooks, processes, and documentation to optimize response times, reducing mean-time-to-repair for P1-P3 incidents, improving team training/onboarding.

Insight Global (Dell Technologies)

Business Analyst, Major Incident Management

April 2021 – July 2025

Streamlined major incident processes with stakeholders

Redefined major incident and proactive incident guidelines, improving engagement and response times, reducing onboarding time for new hires

Facilitated major incidents to resolution within required service level agreements, ensuring minimal disruption.

Procom (Red Hat), Raleigh, NC

Product Owner & ServiceNow Business Analyst — Virtual Training Platforms January 2020 - December 2020

Led UAT for the Human Resources ServiceNow Case instance, coordinating with development teams to validate requirements

Designed a ServiceNow product roadmap informed by user feedback, prioritizing features to improve user functionality

Evaluated KPIs and refined case-routing to decrease misrouted inquiries

Managed virtual learning platforms and utilized Google Analytics to evaluate and recommend solutions for the Red Hat University LMS.

Axelon Consulting (MetLife)

Business Analyst, Major Incident Management

March 2019 - August 2019

Evaluated incident data to assess financial, regulatory, and reputational impacts, engaging in Major Incident Management as necessary.

Conducted postmortem analysis to identify application deficiencies

Facilitated cross-functional teams to ensure service restoration met service level agreements, leading to a 75% reduction in backlog of P3 incidents.

Kellton Tech (Cisco), RTP, NC

Business Analyst/IAM Business Administrator/Project Lead

February 2008 - March 2019

Managed Identity Access Management processes, ensuring compliance and security across applications.

Collaborated with Salesforce.com development teams to enhance feature sets and improve user experience.

Led access automation projects, significantly reducing manual intervention and improving team capacity.

Conducted quarterly audits to ensure user access aligned with permission requirements.

Pergo, Inc., Raleigh, NC

Product Analyst/Technical Trainer

October 2003 - October 2007

Developed training programs and courseware, enhancing product knowledge and technical skills among staff.

Participated in SAP implementation for Customer Service, contributing to improved operational efficiency.

Robert Half Technologies (IBM), RTP, NC

Asset Management

November 2002 - October 2003

Maintained and tracked hardware assets throughout their lifecycle, from acquisition to disposal.

Maintained accurate records of hardware inventory, ensuring timely updates and reporting to management.

Education

North Carolina State University Associated Degree – Business Administration

1993 – 1997

Certifications

ITIL V4 Foundations Certified (2021)

Global Trade Controls Compliance (2022)

Additional Proficiencies

ServiceNow – 17 years

Identity & Access Management – 11 years

Salesforce.com – 11 years

Scrum / Stakeholder Engagement – 13 years

Microsoft Suite – 20 years

Microsoft AI – 1 year

Incident Management – 7 years

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